Manager, Strategic Customer Success - AI Security

- Build and scale the AI Security Customer Success practice across the Americas, establishing the operating model, customer lifecycle, success methodologies, playbooks, health models, and operational best practices.

- Lead, recruit, coach, and develop a high-performing team of AI Security Customer Success Managers supporting enterprise customers across the region.

- Own the end-to-end customer lifecycle strategy, ensuring seamless transitions from onboarding and adoption to value realization, renewal, and expansion.

- Develop deep expertise in Cato's AI Security capabilities, customer use cases, and integration with the broader Cato SASE platform.

- Create scalable customer success frameworks that accelerate customer maturity, improve time-to-value, and drive consistent business outcomes.

- Define and track customer success KPIs, including customer health, adoption, time-to-value, retention, renewals, and expansion.

- Partner closely with Product Management, R&D, Professional Services, Support, and Product Marketing to advocate for customer needs and continuously improve the end-to-end customer experience.

- Own the post-sales success strategy for a portfolio of strategic Fortune 500 and enterprise customers across the Americas.

- Build trusted advisor relationships with executive and technical stakeholders, aligning AI Security initiatives to broader cybersecurity, AI governance, and digital transformation strategies.

- Partner closely with Sales to execute Cato's land-and-expand strategy, positioning AI Security as the initial customer engagement while driving expansion into the broader Cato SASE platform.

- Lead Executive Business Reviews, strategic account planning, and value realization discussions that demonstrate measurable business outcomes and identify growth opportunities.

- Coach the team on executive engagement, technical discovery, strategic account planning, adoption planning, and value realization.

- Identify customer risks proactively while uncovering opportunities to increase platform adoption, improve retention, and drive expansion.

- Act as the executive escalation point for complex technical and business discussions, coordinating cross-functional teams to deliver successful customer outcomes.

- 7+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a related customer-facing technical role within enterprise SaaS.

- 3+ years of experience leading customer-facing technical teams.

- Experience managing strategic enterprise or Fortune 500 customer relationships, including executive stakeholder engagement.

- Demonstrated success partnering with Sales to drive land-and-expand growth motions, increasing platform adoption and expansion revenue.

- Strong technical background in Cybersecurity, Networking, Cloud/SASE, AI Security, or AI-driven platforms.

- Proven ability to coach teams in strategic account management, executive business reviews, adoption planning, and value realization.

- Experience working with complex, multi-product enterprise platforms and cross-functional teams.

- Strong operational mindset with experience building scalable customer success processes and best practices.

- Excellent communication, presentation, and executive influence skills.

- Ability to travel up to 25-30%.

Cato provides a competitive salary and comprehensive benefits plan.

Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.